In June, the International Air Transport Association (IATA) revealed a recent analysis indicating a surge in reported incidents of unruly passenger behavior in 2022 when compared to the data of the previous year. The organization emphasized the need for more countries to assert their authority in prosecuting such instances under the Montreal Protocol 2014.
Recent statistics highlight a concerning trend, with one reported unruly incident occurring for every 568 flights in 2022, marking a noticeable increase from the ratio of one incident per 835 flights reported in 2021.
Walking the service-safety tightrope
Airlines grapple with the need to strike a delicate balance: fulfilling promised services while prioritizing safety. This dilemma is amplified when passengers’ expectations clash with the stringent security measures in place. Unruly incidents have ramifications beyond the immediate disruption, impacting airlines’ reputations and negatively impacting the passenger experience.
A case in point occurred in July when Sandeep Verma, a senior management official with Air India, experienced assault by an unruly passenger during a Sydney to New Delhi flight. Verma, who had initially booked a business class seat, found himself downgraded to economy due to defects in some business class seats. After requesting a fellow passenger to behave, Verma faced physical violence, including a slap and verbal abuse. The incident led to the apprehension of the unruly passenger upon landing at Delhi Airport. The passenger subsequently issued a written apology.
Aarti Varma, a student of Hyderabad Aviation Academy, shares her thoughts on the incidents: “Airline crews typically undergo comprehensive training to handle various situations, including unruly passenger behavior. This has become all the more important now. This training covers conflict resolution, communication skills, de-escalation techniques, and understanding the protocols and procedures specific to the airline. Additionally, crew members are educated on legal aspects, such as the authority to restrain passengers and the processes for reporting incidents to authorities upon landing. This training equips us to manage diverse situations effectively and prioritize the safety and well-being of passengers and the crew.”
Nikita Bisht, an Air India flight air hostess asserts: “As an air hostess, I have witnessed a concerning rise in unruly behavior, often stemming from the misconception that those in the aviation industry are mere servants. The stark contrast in passenger behavior between flights and other modes of transport is striking. It is crucial to recognise that our commitment to safety and service remains unwavering, and the value of our efforts goes beyond the cost of a ticket. Education about mutual respect and understanding is essential for fostering a more pleasant journey for everyone on board.”
Blame it on delays,
miscommunication, and stress
An examination of the root causes reveals a multifaceted problem. Flight delays, communication breakdowns, and stress-inducing situations emerge as major contributors to passenger frustration. Addressing these underlying issues becomes paramount for preventing disruptive behaviour.
Rishi Saxena, the Administration Manager at Indigo Airlines, emphasises: “In today’s era, even minor inconveniences can trigger outrage, and with a smartphone in hand, escalating an issue has become much easier. Past events clearly highlight this trend. While acknowledging potential issues at our end, it is important to recognize that the aviation industry is generally perceived as a provider of services. We strive to ensure passengers’ comfort throughout their journey. However, it is challenging to meet every individual’s expectation on board.”
Airlines have responded to predictable challenges with various measures, including staff training, enhanced security protocols, and changes in communication strategies. Evaluating the effectiveness of these responses is crucial to understanding their impact on mitigating unruly passenger behavior and fostering a safer travel environment.
Passenger perspectives:
grievances and woes
Passenger grievances, rooted in legitimate concerns, significantly contribute to the escalating incidents of unruly behavior. For instance, flight delays, a common source of frustration, can lead to missed opportunities and heightened stress, as expressed by Sarah, a business traveler who missed a crucial meeting.
“Flight delays turned my journey into a race against time, and sadly, I lost. In the world of business, every moment counts, and the frustration of missing a crucial meeting is more than just lost time – it’s a missed opportunity soaring away with every delayed departure,” says Sarah, a frequent traveler from Hyderabad.
In addition, cramped seating, another prevalent issue, particularly on long-haul flights, not only compromises comfort but also elevates tensions.
Vinod Kumar, a retired teacher from Jubilee Hills, highlights: “I have noticed a significant shift in travel experiences over the past decade. There are now more stringent security protocols. During my recent trip to Bihar to visit relatives, inconveniences arose right from the boarding pass counter at the airport. A decade ago, flying with Air India was an amazing experience; the staff was consistently generous, and service glitches were rare. However, today, domestic flights seem more about hustle. Unnecessary lengthy security checks and frequent flight delays have become major issues on almost every flight.”
Consequences of unruly passenger behavior
Unruly behavior has legal consequences, particularly in cases of assaults on airline staff. This section underscores the severity of such actions and explores the legal actions taken against offenders. It highlights the imperative for passengers to recognise the legal implications of their actions.
Vishesh Bhatt from Vistara Airlines says: “Airlines, governments, and passengers are increasingly alarmed by the surge in incidents involving violence, harassment, and non-compliance with safety measures. Perpetrated by a minority of individuals, these unruly incidents disproportionately impact safety, disrupt passengers and crew, and lead to delays and diversions. Unfortunately, existing international air law has loopholes that often result in offences going unpunished. In response to this concerning trend, IATA has taken proactive measures to assist member airlines in preventing and managing unruly passenger incidents. This includes providing comprehensive guidance and training, covering de-escalation techniques and responsible alcohol service during flights. Collaborating with airports, duty-free retailers, and various stakeholders, IATA aims to ensure responsible alcohol sales to prevent incidents stemming from intoxication.”
Moreover, IATA actively engages in public awareness campaigns, promoting responsible alcohol consumption before air travel, such as Norway’s “Fly safely, drink responsibly” and the UK’s “One too many.” The association also supports initiatives like the #notonmyflight campaign launched by the European Union Aviation Safety Agency (EASA), emphasizing prohibited conduct on flights.
“In response to unruly behavior, passengers should be informed that such actions may result in arrest as per established guidelines. If cabin crew encounters an uncontrollable passenger during the flight, the pilot must assess the situation and, if necessary, divert to the nearest airport. After landing, the airline is obligated to file an FIR with the relevant security agency, handing over the unruly passenger for further action,” amplifies Rahul Dwivedi, an advocate.
Following an incident, the airline must forward the complaint of unruly behavior to an internal committee, comprising a retired district and sessions judge, a representative from a different airline, and a passengers’ association representative. “This committee is tasked with reaching a decision within 30 days, categorising the incident into predefined levels and determining the duration of the ban on the unruly passenger. In terms of penalties, the airline has the authority to impose an immediate ban of up to 30 days. Additionally, the Directorate General of Civil Aviation (DGCA) maintains a No-Fly List based on data shared by airlines, allowing other carriers to apply bans corresponding to the severity of the offense, with varying durations,” concludes Dwivedi.
Holistic approaches to
tackle unruly incidents
Unruly behavior among passengers on flights can be analysed through various psychological lenses. Ankita Jain, a counselling psychologist lists out:
Stress and anxiety: Traveling itself can be stressful, with factors such as security checks, boarding procedures, and potential delays. Anxiety about flying, claustrophobia, or fear of heights may exacerbate stress levels. Passengers may struggle to cope with these stressors, leading to disruptive behavior.
Frustration and discomfort: Long flights, cramped seating, and limited personal space can contribute to passengers’ frustration and discomfort. This physical discomfort, combined with factors like turbulence, can increase irritability and make individuals more prone to acting out.
Deindividuation: The anonymity of being part of a large group in a confined space can lead to deindividuation, where individuals feel less accountable for their actions. This phenomenon might embolden some passengers to engage in disruptive behavior they might not consider in a different setting.
Alcohol consumption: In-flight alcohol consumption can further amplify behavioral issues. Alcohol affects individuals differently at high altitudes, potentially intensifying emotions and impairing judgment. Passengers who consume alcohol may be more prone to impulsive actions.
Lack of control: The perceived lack of control over the flight experience can be unsettling for some individuals. This loss of control can manifest in attempts to exert authority or gain attention through disruptive actions, as it temporarily shifts the focus to the individual causing the disturbance.
Coping mechanisms: People employ various coping mechanisms to deal with stress, and unfortunately, some may choose disruptive or aggressive behaviors as a way to release tension. Understanding healthier coping strategies and promoting them could be beneficial.
To address these issues, she suggests some measures for the airlines:
Pre-flight education: Providing passengers with information about the potential stressors of air travel and effective coping strategies.
Crew training: Equipping airline staff with de-escalation techniques and conflict resolution skills to handle disruptive situations.
Communication: Improved communication between passengers and crew can help manage expectations and reduce anxiety.
Policy measures: Airlines may consider implementing stricter policies regarding alcohol consumption and disruptive behavior, along with appropriate consequences.
By addressing these psychological factors and implementing preventive measures, airlines can work towards creating a more harmonious and stress-free travel environment.
Striking a balance for safer and pleasant skies
In essence, tackling the surge in unruly incidents requires a holistic approach. Airlines must not only refine their responses but also collaborate with passengers to foster a culture of responsibility. Striking a balance between promised services and prioritising safety is an ongoing challenge, but with concerted efforts from both sides, the skies can remain for all a safe and pleasant domain for journey.
